Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of large customer accounts to drive retention, adoption, and growth with an accent on renewal management and expansion opportunities. Focus on developing strategic success plans, monitoring account health to prevent churn, and building trusted relationships with stakeholders.

Location: Remote (Must be based in approved US states: AR, CA, CO, CT, FL, IL, LA, MA, MI, MN, NJ, NY, NC, OH, OR, PA, TN, TX, VA, WA, WI)

Salary: $75K – $85K base / $110K – $120K OTE

Company

AI-powered Human Risk Management platform reinventing compliance training through engaging, mobile-first learning.

What you will do

• Own a portfolio of large customer accounts as the primary point of contact throughout the lifecycle.
• Manage the end-to-end renewal process, including accurate forecasting and driving on-time closures.
• Identify and drive upgrade and expansion opportunities within the assigned book of business.
• Develop and execute success plans to align customer goals with product adoption.
• Monitor account health and proactively mitigate risk to prevent churn.
• Collaborate cross-functionally with Support, Onboarding, and Product teams for a seamless experience.

Requirements

• 4-6 years of experience in Customer Success, Account Management, or a customer-facing role.
• Must be based in one of the approved US states.
• Strong written and verbal communication skills.
• Proven experience managing renewal, upsell, and forecasting processes.
• Consultative approach to connecting customer goals with product value.
• Highly organized with strong attention to detail.

Nice to have

• Familiarity with HubSpot.
• Experience building CS playbooks, templates, or scalable processes.
• Experience working within a SaaS environment.

Culture & Benefits

• Flexible, fully remote work environment.
• Competitive employer-sponsored health insurance and 401(k) with company matching.
• Professional development reimbursements.
• Quarterly remote work stipend and annual wellness stipend.
• Monthly team events to foster connection and inclusive culture.

Hiring process

• Initial recruiter screen and Hiring Manager interview.
• Peer and Culture Fit interviews.
• Final Executive interview.